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Telecommunications

Desk Phones, Cell Phones and other communication devices

Telecommunications

VOIP stands for Voice Over Internet Protocol. This is a fancy way of saying that we’re going to start making phone calls over our network connections, instead of through a phone service provider.

VOIP is a cutting-edge, 21st century technology that will save taxpayers a lot of money on phone service and will improve our productivity as an agency. We’ve all got too much to do, and this is a way of streamlining our communications to make our work lives a little bit easier while saving money.

VOIP offers us some useful new features that will allow us to be more productive:

  • "Follow me" phones mean that you can log into YOUR phone settings (contacts, preferences, etc.) anywhere in the Department, provided it has been equipped with the new phone system
  • We will be able to establish more efficient ways of handling calls from the public through virtual "call centers." This means our customers, Connecticut’s citizens, will receive the information they need with fewer transfers and that frontline staff handling calls ("agents" is the technical term and see definition below) will have more time to focus on other tasks
  • Customers will also be automatically more efficiently directed, with more automated selections where possible
  • You’ll be able to conference with up to 6 different internal and external callers, meaning less money and time spent on conference call lines
  • We’ll have an improved agency contact database, so you can better communicate with staff inside the agency

The new VOIP system will allow agents, you frontline responders who most directly interact with our customers, to save time and effort by more effectively managing your workload.

General Information

When you place a call from your desk to another DEEP facility, you must use either the direct 4 digit extension or the eleven digit phone number (including the “1”) to reach voicemail if the individual you are calling is not available. This applies even if you are calling an office that is in the “local” calling area.

  • Voice mail boxes are ten digits.
  • When calling someone within your facility, you can use the four digit extension.
  • Many of the former “main lines” have been converted to call centers. To avoid being placed in a public queue, please dial your party directly.
  • When direct dialing (or to transfer calls) between DEEP enterprise connected VoIP facilities, use the eleven digit number.
  • When dialing an outside line, use 9 plus the eleven digit number.
  • In the voice mail system itself, if you are retrieving phone messages and wish to transfer a message or otherwise manage voice mail, you must use only ten digits (drop the first digit off the eleven digit number used above.)

The DEEP enterprise connected VoIP facilities

  • Hartford Headquarters
  • Energy Bureau/Public Utilities Regulatory Authority, New Britain
  • Marine District Headquarters
  • Eastern District Headquarters
  • Western District Headquarters
  • Portland Complex
  • Windsor Field Operations
  • Franklin WMA
  • Session Woods WMA
  • Sherwood Island State Park
  • Silver Sands State Park
  • Gillette Castle State Park
  • Hammonasset Beach State Park
  • Rocky Neck State Park
  • Kellogg Environmental Center
  • Osborne Homestead Museum
  • Osbornedale Maintenance Garage


Setting Up Voicemail Box

To set up your MAIL BOX dial the Voicemail pilot number which is 4199, or press the MESSAGE button on your phone. You will be asked for your SECURITY CODE which is a temporary, default number. Enter 1234 when prompted for code.

  • The tutorial will walk you through step by step in order to create a SECURITY CODE, your NAME, and your personal GREETING in your own voice.
  • SECURITY CODE, NAME, and GREETING can be changed at any time.
  • SECURITY CODE : 4 - 15 digits that you can remember
  • NAME and GREETING can be reviewed, discarded, and re-recorded

Sample Greeting for Mailbox

You have reached YOUR NAME at the Department of Energy and Environmental Protection. I am not available to take your call at this time. After the tone, please leave your name, telephone number, and a brief message and I will get back to you as soon as possible. Thank You.

To retrieve your messages from your own extension

  • Dial 4199 or press the MESSAGE button on your phone
  • Enter your security code
  • Follow the voicemail system prompts

To Retreive Messages from Another Voicemail Box

  • Dial 4199
  • Press * followed by #
  • Enter the mailbox number that you want to retrieve messages from. Please note that extensions/mailbox numbers are 10 digits.
  • Enter the security code for the mailbox you entered
  • Follow the voicemail system prompts

To Retrieve Messages from Outside the Building

  • Dial access phone number (860)424-4199
  • When the Auto Attendant answers, press #
  • Enter your mailbox when prompted. Please note that extensions/mailbox numbers are 10 digits.
  • Enter your security code when prompted

To Transfer a Call Directly to a Voicemail Box

  • Press Transfer Soft Key
  • Press MESSAGE button on your phone or dial 4199
  • Press *
  • Enter mailbox number. You have to dial 1 plus the 10 digit extension
  • Press #
  • Hang up immediately or press Complete soft key

Once in your voicemail box, press # at any time to review all of the menu options.

For more features and options for the DEEP voicemail system, follow the instructions on the Voicemail Pocket Guide

If you have additional questions regarding the DEEP Voice Mail System, contact the HelpDesk.

If you're looking to add a phone (new employee) or change the physical location of a phone, please fill out the PC and Phone Location Change Form. Click this link to be taken to our forms directory and search "PC and Phone Location Form" in the search box.

If you're looking to order telecommunications equipment, please visit our forms directory and search for the "Telecommunications Service Request" Form

If you're looking to access your State email account through Microsoft Intune on your personal phone, please visit our forms directory and search for the "Request to use Microsoft Itune on a Personal Wireless Device" form.


Forms Directory

Web PhoneManager allows staff to manage their voicemail through a web browser. Please note that this is only available to staff who utilizes VoIP.